FAQs Page
FAQs Downloadable Content:
Once you have purchased a downloadable pattern you will receive an email advising that upon confirmation of payment you can then access your pattern.
This means that once payment is received from our end, we will change your order status to complete and then you will be able to download your pattern. If you have any concerns or need further info, please call us on 03 57219252 or email us at caszscountrycrafts@bigpond.com
FAQ’s Delivery And Freight Charges During The Covid-19 Pandemic + Christmas!
We now use a combination of Australia Post and Courier Services to enable us to get the best price available for our customers. We hope that you will be happy with their service as well, however if you do have any concerns please contact us.
Delivery charges are now set amounts and are added at the later stage of the ordering process. Through your choice of delivery at the checkout.
We have made these changes as Australia Post now charge differently. The charges are now based on size of parcel as well as weight. Australia Post update their charges every July each year.
Once you have entered your address details our link in the shopping cart will calculate the postage for you. We do not charge handling fees.
Letter sized objects purchased will not have tracking included.
Express:
Due to changes within Australia Post we can now only offer express delivery on parcels, just choose this option at the checkout. As we are rural based please allow an extra 1 - 2 business days for delivery.
Please ensure that you have added your correct address for delivery, Caszs Country Crafts is not responsible for delivery and lost packages should you put the wrong information in online, it is the customers responsibility to make sure the delivery address is correct at the time of your purchase.
Delivery Times
For local orders within Australia postage usually takes approximately 3 working days for deliver within major cities, however they can take up to 14 working days at the moment due to boarder closures, and government regulation with air freight due to the coronavirus pandemic.
For overseas orders, please allow up to 20 to 30 working days from when you place your order for delivery.
Missing Parcels
Unfortunately, once in a while a parcel goes missing. This is rare but unavoidable. In these circumstances one of two things can happen:
If you have given “authority to leave” we will not replace your items as it is out of our hands.
If you have opted for insurance on your parcel your order will be replaced. We ask you to keep a copy of your receipt of purchase & tracking numbers.
If your parcel hasn’t arrived or is late please contact the shipping agent before contacting us.
Delivery Times
For local orders within Australia postage usually takes approximately 3 working days for deliver, however they can take up to 10 working days.
Air Freight is currently being regulated by the government world-wide due to the coronavirus pandemic.
For overseas orders, please allow up to 20 to 30 working days from when you place your order for delivery. Due to air freight delivery only operating on a small scale worldwide.
NOTE: Letter sized mail during covi-19 can only be sent oversea as a parcel! Not as a letter.
Insurance: (Defiantly read this please)
Standard Packaging: Tracking is included on all parcels but not goods in a small letter sized envelope. Insurance is included for the first $100 value anything after that you need to pay for at the checkout process.
Express Post:
Tracking is sent with all express post parcels
Can be used for parcelling up to 20 kilos in weight and up to 1 meter high.
Insurance is added for the first $100 value of your delivery.
If you have purchased items over that $100 value it is recommended to insure your parcel to the value of your order.
You can add the insured amount during the checkout process.
Example = $260.45 order you would add insurance to the value of $261 to your delivery costs, that way if your parcel is lost you will receive the cost of the order back from Australia post.
NOTE: Caszs Country Crafts is not responsible for replacing the cost of your order if you have a lost parcel.
You will need to contact Australia post with your copy of your checkout receipt to obtain the insurance compensation, I do though hold a copy of the tracking number here till I know you have received your parcel! If your goods are over the $100 limit cover I recommend you add insurance to your order!
Once your parcel is delivered the proof of postage is destroyed a week later.
NOTE: As most companies do not provide proof of purchase receipts I have decided to include this service to you for being a valued customer, how ever most times your receipt of purchase and your tracking number are normally enough. How ever due to coronavirus pandemic and scammers I have decided to include holding the postage receipts for you should you require them due to a lost or damaged parcel. I do not hold them permanently though.
Should you require proof of purchase I can email this to wherever Australia post would like it sent, for your compensation for insurance purposes should your parcel go missing or arrive damaged. How ever after delivery I only hold the proof of postage receipt for a week.
So, if you need me to take it to Australia post
contact me with in 1 -2 of receiving your parcel.
Overseas Deliveries:
Overseas are again open here in Australia. So, goods can once again be shipped overseas again from Australia to overseas destinations.
Smaller mail though that is letter sized must be sent as a parcel. So, if you see a slightly higher charge that is why, all parcels under 500 grams are now sent as a parcel and to Australia posts terms and conditions. This is due to the pandemic and government regulations with mail going out of the country during the pandemic.
Signature Deliveries:
Please note due to covid-19 signatures are no longer completed with sent parcel’s please note Australia posts policy on signatures and delivery a copy of the paragraph
“To minimise the risk of contracting or spreading coronavirus, parcels will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply.
Whether a driver or postie delivers to the door or a customer goes into their local Post Office to collect a parcel, a staff member will ask and record the customer’s name and acknowledge delivery in our system.
The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.” Australia Post.
Goods Out Of Stock
We are a non-computerized shop. this means that unfortunately we cannot show stock on hand. We do endeavour to keep everything in stock; however, this is not always possible.
If we are unable to supply the goods immediately, we will contact you with details of expected delay and endeavour to deliver as soon as the stock becomes available from our supplier.
In general, most out of stock items come in within 1 to 2 weeks.
What payment methods do we accept?
We accept Visa, Mastercard, PayPal, Direct Debit, Cheque and Money order, Apple Pay & G Pay, (please note that orders will not be sent until funds have cleared).
What Is My CVV Number?
The Card Verification Value (CVV) is an extra code printed on your debit or credit card.
CVV for Visa and Mastercard is the final three digits of the number printed on the signature strip on the back of your card. As the CVV is not embossed it is not printed on any receipts, adding extra security for the owner.
CVV is an anti-fraud measure introduced by credit card companies worldwide. You are required to enter the CVV each time a payment is made if you are not present.
Are My Personal And Credit Card Details Safe?
Yes! Our online system incorporates industry standard SSL 128-bit data encryption. The secure server that processes the payment is protected by the latest firewall technology. this ensure your private information is kept private throughout the process. Your credit card information is not stored on our server. We also cross shred any printed information that we have stored within a short time period for delivery processing.
Do You Supply Shade Cards?
We do not supply shade cards as the range of colours available changes on a regular basis and we are only provided with one shade card per yarn by the manufacturer. We have made every Endeavor to ensure that the colours shown reflect the true colours.
Can I Order From The Same Dye Lot?
No & Yes! We do provide the same dye lot, if we don’t have enough in the one dye lot in store, we will order it in for you. – if you are concerned just send us a quick email on our contact page and we will look into it and make sure for you. This is only available on hand-dyed wool.
Sale yarns – end of line and discontinued items that are on sale can on occasion be different dye lots, any concerns or to check, please email us.
We cannot guarantee the same dye lot on commercial yarns to the volume that they sell. We do recommend that you always order an extra ball.
Are the prices in Australian Dollars?
All prices are in Australian dollars and include the Goods and Services Tax (GST) which you are charged for at the checkout.
What Are Caszs Country Crafts Companies Details?
Phone: (03) 5721 9252 or +61-3-57219252 (International)
Address:
2 Rangeview Avenue,
Wangaratta, Victoria,
Australia, 3677
Are We A Retail Shop As Well?
Caszs Country Crafts,
2 Rangeview Avenue,
Wangaratta, VIC, 3677
We are currently closed for in store trading due to the Coronavirus pandemic.
We do hope to be open later on the year, we are though still operating by our online shop, local delivery & Pic-up Services.
Opening Hours
Monday – Friday 1.00pm – 6.00pm
We are though closed for walk in trade at the moment due to this historical time of the Coronavirus Pandemic Crises.
We are though taking phone & Email orders which can be brought out to your car for a collect contactless service.
Orders over $35.00 will be delivered free within the suburb of Wangaratta only. If delivery is not taken off at the checkout I am happy to refund you any delivery charges that are charged during the time of this offer,
For the Elderly, Sick, those with disabilities & on home lockdown other small orders may be considered for delivery, if accepted the order will be delivered over a couple of couples of days during our other service runs. We will notify you of our decision.
We now also offer Collect services, please place a note in your order with message to seller.
Three days’ notice is required to set this up for you to collect.
Returns Policy
Your satisfaction is important to us. If you are not happy with your purchase, please contact us within 7 days of its arrival. If the yarn is damaged or incorrect, we would like to replace it and we will cover the cost of postage.
If it is a “change of mind” return, they are not accepted so please choose your items carefully.
Parcels must be returned in new, & saleable condition. Unopened & Un- damaged. If we have an item that is damage & unsaleable the cost of the item will be deducted from your refund. So, please return your goods in new and unused condition.
Yarns must be returned in new, & saleable condition. Unopened & Un- damaged.
We do not accept returns on Sale items, Patterns, Needles, Personalized orders, Handmade garments or products, Books. Other non-returnable items include digital downloads, gift orders or gift cards. Please read our Refunds Policy for terms Of Service regarding refunds.
Please contact us beforehand, as we do not accept returns without first discussing the problem with you. You can email us with your queries through caszscountrycrafts@Bigpond.com
Coronavirus + Business Delays
Australia Post are working hard to deliver as safely and quickly as possible, but the impacts of the pandemic are causing significant delays. We do thank you for your patience there as well as it is out of everyone's control at present.
CHRISTMAS DELIVERIES:
With all the unprecedented changes we’ve faced this year, it’s safe to say this Christmas will be unlike any we’ve had before. We’re getting ready for the busy festive season ahead and want to help you plan as well.
Send your gifts early
We’re working hard to deliver your letters and parcels, but delivery for Christmas will take longer this year as they are managing more parcels than ever with covid-19.
Coronavirus information page regarding deliveries information link is below
CORONAVIRUS IMPACT INFORMATION AUSTRALIA POST
The link in this sentence is to check with international deliveries this year.
Sending within Australia
Send Parcel Post by Saturday 12 December 2020.
Send Express Post by Saturday 19 December 2020.
Sending as early as possible, and by the dates advised following, means your letters and parcels will have the best chance of arriving in time for Christmas. Australia Post will still deliver items sent after these dates as quickly as possible, but it will be difficult to get them to their destinations by Christmas.